If you have difficulty logging in,
find your problem below, and follow the suggestions:

I am getting an "Invalid Login Name
or Password" message.

Make sure you are entering your login
name and password correctly. Common mistakes are to confuse an
"L" with a "1". Also, passwords are case sensitive. If your
password is "tomato" you can not enter "Tomato". Enter the
password exactly as shown on your welcome e-mail. Using "copy and
paste" to enter your login and password information will make
your first login to the site easier.

As a security measure, five failed
login attempts in a row will cause your access to the site to be
suspended. If this occurs you will need to contact your case
manager or administrator for assistance with removing the
restriction and resetting your login or password.

If you do not remember your password,
you may use the "Forgot my Password" function on the login screen.
This will issue you a new login and password. You may also
contact your case manager for assistance.

After clicking on the "Login"
button, my screen seems to freeze, or returns to the same login
page without showing any errors. Or, on other screens, my screen
does not refresh properly, continuing to show the old screen
information instead of moving to a new screen.

Close your browser, shut down your
computer, and restart. Many problems with Windows-based PCs will
be fixed by doing this.

Make sure the problem is not with
your Internet access. Try browsing to www.yahoo.com and
www.google.com.

Make sure the problem you are
encountering is being caused by your computer and not a problem
with the website (99.99% of the time it will NOT be a site
problem.) To confirm this, try performing what you are attempting
to do on a different computer if one is accessible, and see if
the problem occurs there as well.

Assuming the problem is occurring
only on this computer, most of the time the problem is a result
of your browser being set to retrieve and display a "cached"
(saved-in-memory) version of the login page which has been saved
automatically on your local computer from a previous visit,
instead of the "live" (non-cached) login page that comes from and
goes back to our web servers. (Browsers do this as a way of
speeding up retrieval of static pages that you view often,
however this site's pages are "dynamic" - they change all the
time - and should never be retrieved from your saved cache of
previously viewed pages.) Your browser's switch to "cached" pages
is sometimes triggered by your computer's having briefly lost its
Internet connection, and can persist for a specific page (i.e.
the login page) even after your Internet connection comes back
up, and even if it is not happening on other pages. In order to
force the display of the correct live page, there are several
things to try:

Perform the "Refresh" function on the
login page (in Internet Explorer this can be done by pressing
"F5", or by right-clicking in the login area and selecting
"refresh" or by clicking on the "refresh" icon in the top
toolbar). If this results in a dialog box asking you if you wish
to continue to "work offline" or to "reconnect: it means your
computer's browser was not talking to the Internet. Select
"reconnect" and your problem should be solved. If not, try the
next step:

On your browser's toolbar menu (top
of the browser window), click on "Tools", then select the
"Internet Options" menu choice. The pop-up box will open with the
"General" tab selected. Leave it selected. In the section on that
box titled "Temporary Internet Files" click on the "Delete Files"
button. When the "Delete Files" dialog box pops up, check the box
titled "Delete all offline content" and then click on "Okay".
Your local copies of cached (saved) web pages that you have
previously viewed will be deleted. This step can take between 3
seconds and 3 minutes to complete. Wait until your cursor returns
to normal.

Staying on the "General" tab of the
"Internet Options" box, in the "Temporary Internet Files"
section, click on the "Settings" button. When the "Settings"
dialog box opens, under "Check for newer versions of stored
pages" select the "Every visit to the page" radio button, and
then click the "Okay" button. You have just set your browser to
ignore any locally saved pages, and to get new ones from our
server each time a page is requested by you. You can now close
all remaining open dialog boxes and return to your browser.

If this does not clear the problem,
you may be using a computer or a browser version which is too
old. Try to log on from a different computer and see if it works.
Internet Explorer version 6.0 and later should work fine. You can
download and install later versions for free, from the Netscape
or Microsoft Internet Explorer web sites.

If these steps do not resolve the
issue, please contact your case manager or firm
administrator.